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Agency Targets and Business Plans

Volume 492: debated on Tuesday 12 May 2009

I am today able to announce the annual performance targets for 2009-10 for the two executive agencies of the Department for Work and Pensions. The targets I have agreed are set out.

Further information on the plans of Jobcentre Plus and the Pension, Disability and Carers Service in 2009-10 is contained in their individual “Business Plans” which have been published today. Copies have been placed in the Library.

Jobcentre Plus (2009-10 Targets)

Job Outcome Target (million points)

To achieve a total points score of 9 million based on our priority customer groups.

Interventions Delivery Target

To make sure that specified Jobcentre Plus labour market interventions take place within set timescales in 85% of cases checked.

Employer Engagement Target

At least 92% of employers placing their vacancies with Jobcentre Plus will have a positive outcome.

Customer Service Target

To achieve an 86% customer service level in the delivery of the standards set out in the Customer and Employers Charters.

Fraud and Error

To play a key role to prevent and detect overpayments and underpayments of benefit consistent with the Department’s aspiration to reduce total overpaid expenditure across all benefits to 1.8% and underpaid expenditure to 0.7% by March 2011.

The target is supported by a suite of non-published measures of activities to pay our customers the right benefit at the right time.

Average Actual Clearance Times Tartet1

To process claims within specified Average Actual Clearance Times:

Jobseeker’s Allowance

11.5 days

Income Support

10 days

1A shadow target for Employment and Support Allowance is under development and will be monitored closely during 2009-10 to inform target-setting for 2010-11.

Pension , Disability and Carers Service (2009-10 Targets)

Benefit take-up

To deliver at least 255,000 successful new Pension Credit applications.


Pension Credit financial accuracy of new claims and changes of circumstance: 93% first half year; 94% second half year.

State Pension financial accuracy of new claims and changes of circumstance: 98%.

Financial accuracy of Carers Allowance: 98%.

Accuracy of decisions for Disability Living Allowance (DLA): 94%.

Accuracy of decisions for Attendance Allowance (AA): 94%.

New Claims Clearance Times

Clear new applications for Pension Credit (measured from date all evidence is received) within an average of 15 days.

Clear 95% of new claims for State Pension within 60 days.

Clear new claims for Disability Living Allowance within an average of 38 days.

Clear new claims for Attendance Allowance within an average of 16 days.

Clear new claims for Carer’s Allowance within an average of 13.5 days.

Fraud and Error

Reduce the proportion of benefit overpaid due to fraud and error in Pension Credit to 4.5% by March 2011.


At least 93% of calls to be answered by an adviser.

Less than 1% of calls receiving an engaged /busy tone.